Customer Success Operations Manager

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Success Operations Manager

CipherHealth is looking for a Customer Success Operations Manager with 4-6 years of experience in a high growth and fast-paced SaaS environment. You will own the development, implementation, change management, and ongoing scaling efforts of the CS organization, including the alignment of work across the Customer Success sub-teams of professional services, support, analytics, and customer success managers. Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement and management of customer satisfaction initiatives, and the development of training and enablement functions.

Key Responsibilities include but are not limited to:

• Define systems and processes that drive productivity, efficiency and visibility across the entire Customer Success organization. This includes the support of both strategic planning, tactical execution, and data analysis. 
• Execute optimization and scaling initiatives to support and enhance the customer experience including monitoring and analyzing key data points that drive decision making
• Provide project leadership to implement new software solutions, train the team on new technologies, and drive adoption of solutions.
• Work cross functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes.
• Renewal records management and oversight of the retention forecast.
• Develop and execute renewal strategies.
• Support the continued evolution of playbooks across customer segments.
• Ability to own, manage, and execute renewals including cross-functional work with Sales, Implementation, Customer Success, and Finance teams.
• Collaborate with Customer Success Managers on account planning and aligning executive business reviews (EBRs) to the customer journey with new opportunities to grow the relationship.
• Support Customer Success team in identifying, managing, and mitigating account risk in support of renewing accounts.
• Drive adoption of Salesforce.com and Gainsight platforms, including reporting and dashboards for key business measures and performance.
• Customer Satisfaction measurement and service recovery efforts.
• Support development and execution of training & enablement for Customer Success in partnership with Growth Enablement Team
• Drive data projects such as the connectivity of Salesforce, Gainsight, and Snowflake, as well as developing the appropriate dashboards to enhance performance visibility and decision making

Qualifications:

• 4-6 years of Customer Success Operations Management
• Project Management experience
• Experience reviewing and supporting SaaS contracts
• Highly energized team player
• Experience and comfort in a dynamic, rapidly growing organization
• Proficient in Salesforce
• Preferred proficiency in GainSight, Snowflake, and SQL, with a strong ability to create reports, dashboards, and advanced queries.
• Intermediate to advanced competence with Microsoft Excel
• Excellent verbal and written skills
• Bachelor’s degree or equivalent work experience

 Knowledge, Skills and Abilities:

• Customer-focused and passionate about outcomes
• Proven track record of working collaboratively, being agile, and resourceful
• Prior Customer Success experience
• Track record of successfully building and implementing CS training programs
• Ability to cultivate positive cross-functional working relationships
• Ability to write complex queries in SQL
• Excellent communication skills, including writing, proof-reading skills and speaking
• Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence
• Process orientated and workflow optimization minded
• Ability to prioritize, schedule and organize work using proven project management practices and principles

Don’t meet every single requirement?

At CipherHealth, we believe every candidate is unique and are dedicated to building an inclusive workplace. If your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate!
You will never be asked to conduct a text message interview, submit payment or share financial information to participate in our interview process. All emails from CipherHealth will come from "@cipherhealth.com" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from CipherHealth recruiting, forward it to [email protected].

How We Invest In You

• Compensation: Base salary of 125,000 - 135,000K plus variable pay and equity
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $40/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

CipherHealth has a duty to provide and maintain a workplace that is safe and free from health hazards. In addition, we have a customer base that holds the highest standards in promoting public health. To protect against infectious diseases, which may be mitigated through vaccinations, we have implemented a vaccination policy that applies to all employees. All employees must either:

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.